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Charged for a call I didn't make

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SpicyPineapple
Dabbler
Posts: 22
Thanks: 5
Registered: ‎22-06-2019

Charged for a call I didn't make

Hi. My bill is charging me 50p for a call to 123. I did not make the call, nor would I ever ring the speaking clock. How can I fix this please and also make sure it doesn't happen again?

Thanks

20 REPLIES 20
jab1
Legend
Posts: 17,206
Thanks: 5,525
Fixes: 257
Registered: ‎24-02-2012

Re: Charged for a call I didn't make

Fix

@SpicyPineapple This is a recurring problem. Phone engineers use the 123 number - incorrectly - when looking for spare pairs.

A PN Help team member should pick this up and arrange a refund of the 50p.

John
ClaudiaG23
Plusnet Help Team
Plusnet Help Team
Posts: 342
Thanks: 143
Fixes: 23
Registered: ‎02-05-2023

Re: Charged for a call I didn't make

Hi @SpicyPineapple I've popped a ticket onto your account regarding the charges. 

 

You can view this here https://www.plus.net/wizard/?p=view_question&id=237189374 

If this post resolved your issue please click the 'This fixed my problem' button
 Claudia Garner
 Plusnet Help Team
Confuse123
Newbie
Posts: 7
Registered: ‎08-10-2023

Re: Charged for a call I didn't make

Hi,
I’ve been searching the forum for the same issue, but mine is far worst. I have over 60 calls to 123 which we did not make that lasted 1-2 seconds and seems to be concentrated across a few days in Oct but the first one appeared 31/8 which I did not notice and have paid by direct debit.
Can someone look into this and remove the charges as it is over £34!
It might still be happening as I’ve received an email from Plusnet that it is blowing my call credit limit….which is crazy when you come to think about it.
Thanks
James30
Plusnet Help Team
Plusnet Help Team
Posts: 413
Thanks: 142
Fixes: 26
Registered: ‎19-04-2023

Re: Charged for a call I didn't make

@Confuse123 - Thanks for reaching out to me on here, I'm struggling to find your account with the username you have on the forums, I'll send you a PM so you can reply to that with some details. Cheers

If this post resolved your issue please click the 'This fixed my problem' button
James - Plusnet Sheffield
Plusnet Help Team
RealAleMadrid
Aspiring Hero
Posts: 2,737
Thanks: 1,413
Fixes: 59
Registered: ‎07-07-2009

Re: Charged for a call I didn't make

@Confuse123  If you are seeing a lot of calls to 123 it is unlikely to be caused by engineers dialling the number. There is another possible cause which is a line fault where repetitive disconnections cause invalid numbers to be dialled. Can you see any other unexpected calls on your bill that look wrong.  They will generally all have low digits i.e. 0, 1, 2, 3, and maybe a few higher. If this is the case you will need Plusnet to raise a phone fault.

Dan_the_Van
Aspiring Hero
Posts: 2,638
Thanks: 1,230
Fixes: 77
Registered: ‎25-06-2007

Re: Charged for a call I didn't make

@RealAleMadrid 

" a line fault where repetitive disconnections cause invalid numbers to be dialled. Can you see any other unexpected calls on your bill that look wrong.  They will generally all have low digits i.e. 0, 1, 2, 3,"

This is a throw back to pulse dialling, it needs to be noted on a UK rotary dial phone the numbers are (anti clockwise) 1 to 0, 1 has the shortest travel creating one pulse, 0 has the furthest travel creating 10 pulses. This makes a faulty line dialling 123 likely.

 

RealAleMadrid
Aspiring Hero
Posts: 2,737
Thanks: 1,413
Fixes: 59
Registered: ‎07-07-2009

Re: Charged for a call I didn't make

@Dan_the_Van  My mistake, 0 would not be one of the false digits dialled.🙄

Confuse123
Newbie
Posts: 7
Registered: ‎08-10-2023

Re: Charged for a call I didn't make

None, all are to 123 months et the listing of calls also we don’t even have a phone connected to the line as it is purely for broadband.

Wonder whether there is a way to have no phone line or have zero credit given to phone calls so there is no way Plusnet will bill us for calls like this…
Dan_the_Van
Aspiring Hero
Posts: 2,638
Thanks: 1,230
Fixes: 77
Registered: ‎25-06-2007

Re: Charged for a call I didn't make

@Confuse123 

Plusnet offer a "Fibre" product not to be confused with "Full Fibre"

Fibre is broadband over copper with no landline phone service

Confuse123
Newbie
Posts: 7
Registered: ‎08-10-2023

Re: Charged for a call I didn't make

Hi James,

Any luck? Did you get my message with my username? Thanks
James30
Plusnet Help Team
Plusnet Help Team
Posts: 413
Thanks: 142
Fixes: 26
Registered: ‎19-04-2023

Re: Charged for a call I didn't make

@Confuse123 - Sorry for the delay, I've ran a test and found an external fault so have raised it off to Openreach. The faults ticket is here @ https://www.plus.net/wizard/?p=view_question&id=237480886 but the estimated repair date is 12/10/23, once the issue is resolved I'll be able to look at the bill for the calls to "123". 

 

If this post resolved your issue please click the 'This fixed my problem' button
James - Plusnet Sheffield
Plusnet Help Team
Confuse123
Newbie
Posts: 7
Registered: ‎08-10-2023

Re: Charged for a call I didn't make

Thanks James, please keep me posted.
willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,513
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Registered: ‎27-11-2020

Re: Charged for a call I didn't make

Hey there @Confuse123 it should be resolved now! Is that the case from your end?

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
James30
Plusnet Help Team
Plusnet Help Team
Posts: 413
Thanks: 142
Fixes: 26
Registered: ‎19-04-2023

Re: Charged for a call I didn't make

@Confuse123 I'll check back with you on Tuesday to see if there are anymore 123 talking clocks dialed now the fault has been fixed. Just an FYI it's 14:26PM. Jokes aside I'll get the charged sorted on Tuesday if we're in the clear.

If this post resolved your issue please click the 'This fixed my problem' button
James - Plusnet Sheffield
Plusnet Help Team